Team Lead Chart and Medical Record AI Trainer at Invisible

Team Lead Chart & Medical Record Reviewer 
Remote (US ONLY)

About Invisible:

Invisible Technologies is dedicated to fusing human creativity and intuition with cutting-edge technology to create a future rich in impact and meaning. We firmly believe that human involvement is essential in unlocking the full potential of AI, ensuring it is developed with greater accuracy, quality, safety, reliability, and fairness. This human-centric approach underpins our unique process orchestration engine, a platform that merges artificial and human intelligence with automation to remove operational bottlenecks and pave the way for growth and innovation in our clients.

The Business Context

You already use AI in many ways—like deciding what products and services to order—and it may be most familiar to you as a chatbot, as an avatar-maker, or as a way to unlock your screen. But here’s what AI may be able to help the world with: finding medical diagnoses, teaching you about scientific research, and calculating the complexities of any function. 

But, like humans, AI models are what they eat. They’re only as good as the rules they know and the data they’re trained on. We’re the team that helps shape these behaviors.

About the Role:

Team Leads are pivotal in orchestrating workflows and ensuring all aspects of the project align with organizational goals. They oversee the entire cycle of project tasks and deliverables, ensuring that every phase, from planning to execution, meets quality standards and timelines. Team Leads foster a collaborative environment, ensuring that team activities are in sync with strategic priorities and that challenges are addressed proactively.

Team Leads drive the implementation of quality assurance processes and continuously seek improvements in operational efficiency. They are responsible for setting performance benchmarks, tracking progress, and providing feedback and support to drive enhanced team performance. 

Job Overview: 

The Agent work that you will provide oversight and management of will include:

• Structured reviews of medical data, which may include medical record content, medical imaging, diagnostic test results and other clinical insights using established criteria and frameworks for clinical summary generation
• Thorough review and highly accurate generation of reports that summarize key clinical findings
• Ensuring that the team and each Agent strives to adhere to the following pillars of patient and customer excellence:

• Safe - Ensure patient privacy and HIPAA compliance
• Accurate - Regular and consistent report generation reflecting dynamic and up-to-date clinical summaries while eliminating transcription errors
• Efficient - Reduce processing time
• Quality - Maximize and improve the quality of reports generated

Improved Experience - Support the identification and generation of clinical summary reports that helps improve the provider-patient experience

As a Team Lead, you will also act as the bridge between management and the team of agents across four key pillars: leadership, performance monitoring, reporting, and quality assurance.

Leadership:

• Identify and prioritize tasks based on urgency and importance, and delegate tasks effectively to Squad Leads and team members.
• Ensure deliverable timelines and quality standards adhere to client expectations and campaign requirements.
• Conduct regular team syncs to align on goals, progress, and issues, and ensure cross-functional alignment.
• Coordinate agent onboarding, transfers, and offboarding, and maintain oversight of the team roster to ensure it is kept up to date.
• Support management to ensure accurate and timely processing of each agent pay cycle.
• Proactively identify, address, and resolve any technical or process issues, and escalate for critical blockers.
• Serve as the responsible person for all ProServ process edits, scoping requirements, aligning on deadlines, developing all supporting documentation, raising tickets, and coordinating deployment and process downtime.
• Facilitate clear and effective communication within the team and cross-functionally.
• Implement strategies to motivate the team and encourage continuous improvement and high performance.
• Promote a healthy work environment, monitoring and implementing action plans to mitigate agent stress levels, and finding new ways to promote available support to agents.
• Run demos and participate in the interview and screening processes as needed.
• Support OM with People team escalations.
• Offer coverage, support, and assume some Operations Manager responsibilities when needed.

Performance Monitoring:

• Set performance goals and objectives for team members.
• Review agent feedback, identify training and development needs for the team, and coordinate enablement sessions.
• Own the development and implementation of the feedback cycle, identifying and providing targeted support for low-performing agents.
• Supervise daily and weekly production to ensure targets are met.

Reporting:

• Generate periodic reports and analysis to track progress against project targets.
• Provide and update weekly reports for client business reviews and other presentations.
• Support the OM in drafting client memos and reports.

Quality Assurance:

• Ensure that all deliverables meet quality standards and project specifications.
• Develop and implement quality assurance strategies and processes.
• Conduct quality checks to ensure compliance with internal standards and external guidance.
• Adhere to quality metrics and standards in accordance with client objectives.
• Identify gaps in quality processes and implement corrective actions.
• Synthesize client feedback effectively and source questions as needed.
• Improve and streamline the agent certification processes, respectively.

KPIs

Including but not limited to:

• Operator and QA AHT
• Task and QC weekly throughput
• Task pass rates (Overall, General, and Critical)
• Weekly and monthly billable hours
• Onboarding operator and QA certification rates
• On-time delivery
• eNPS

Required Qualifications

• At least 6 months in a leadership or managerial role, with proven ability to guide and grow a team of agents.
• Exceptional communication skills, with the ability to address and convey information effectively to a varied audience.
• Medical Chart Review Experience.
• Detail and action-oriented, with a strong commitment to achieving goals and targets.
• Ability to adapt and learn new tools and technologies quickly, such as Builder.

Compensation

Compensation will start at $17.00 an hour.